Lead search from agent screen while in a call

[Joss2103]

Hi

It is possible to make a lead search while in a call?

When i try it i get this message YOU MUST BE PAUSED TO SEARCH FOR A LEAD: OUT|ENABLED

[mflorell]

For inbound calls, yes. You can do a lead search while in an inbound call, and/or while paused, depending on the campaign settings.

[Joss2103]

Thanks, Can i do it for outbound calls?

[carpenox]

no you cant, not during a call, only while on pause, however for some clients i have added a script 2 tab with an iframe into the admin side of searching leads, which works if they have the proper permissions

[mflorell]

Since the searching for a lead includes the ability to switch the lead of the call you are currently on to a different lead_id, it only works for inbound calls and while you are paused. Adding this for outbound auto-dialed calls would be significantly more complex to add.

[oliviabparker1]

Yes, you can for the inbound calls, you can check the campaign settings and enable permission. This setting is advisable in order to maximize your output and time. During the old days, I was working in OBP Call Center Australia, the same issue was raised, and the system was limited and we raised it to our supervisor which made our job better and easier.